Task 1 Analysis
a) Explanation of the advantages and disadvantages for four methods
Method Advantages
Interviews For Visor Insurance, face-to-
(Face-to-face) face interview is important for
employees. Employees have
to know the customer service
for insurance company. Face-
to-face interviewing can get
good employees by looing
personal appearance of
interviewees for Visor
Insurance.
Observation Visor Insurance company
notices that customers prefer
life and car insurance by
advertising from social media
such as facebook, telegram
and whatsapp. Observation
for new positions are calling
in Visor Insurance to keep in
touch with customers.
Document Sampling Visor Insurance company
shows their becoming
customers their
documentation sample forms
with detailed biography.
Customer request form of
document sampling is
necessary if some of the
Visor Insurance customers
complain for inconvenience.
Questionnaires (Paper and Visor Insurance company
email) sends email for customers
with survey forms once a
month to know customers’
feedback. Visor Insurance
sends the mail to usual
customers once a month for
surveying feedback forms to
recognize for good customer
service from advisors.
Disadvantages
Most employees don’t like to
interview in insurance
company because they don’t
have any experiences and
some of them are shy to
answer face-to-face
interviews about insurance.
Face-to-face introduction is
not the first impression in this
insurance company.
Normal advertising with
pamphlets can get less
concentration for customers
about observation. Market
observation must not disturb
to other same market in
insurance. Some employees
from Visor Insurance observe
in other insurance companies
because of their living costs.
When insurance company
cannot show most of their
document sampling forms,
new customers will make
decision to make insurance
or not for life safety. As the
documentation sampling
forms from Visor Insurance is
to fill too many, customers
can confuse with their
thoughts.
From the insurance company
side, some of the survey
questions are confidential
and so do not send the new
customers from internet.
Sending the survey form
feed-back questions cannot
get concentration a lot from
staffs and customers
because of not asking for
short to the points.
I would like to recomment showing the documentation sample forms about insurance service.
The customers become confident to make car or life insurance about the first impression.

b) Stakeholder matrix

High influence Low influence

High power Managing Director Call Centre Managers
Board of Directors (BOD) Claims Representatives
CSAs
Human Resources personnel
Administrative staff
IT Team
Accountants
Low power Insurance Underwriters N/A

Task 2 ETHICS
Ethics deal with customer service advisors for Visor Insurance company to get their
overall job satisfaction. Five questions for customer service advisors are –

As customer service advisors about knowledge, do the advisors have full of knowledge
with the related field?

As customer service advisors about psychological, can the advisors bear the complains
of the external customers?

As customer service advisors about task-structure, can the advisors explain all the new-
coming customers about insurance operation to invest in Visor Insurance?

As customer service advisors about efficiency, can the advisors finish working in time
with scheduled insurance appointments when they explain to customers.

As customer service advisors about ethical, can the advisors maintain the duties and
responsibilities for work procedure secret about confidential?

Advisors have knowledge that must be acceptable for customers’ needs, wants and
demands. As the advisors have general knowledge, they can solve customers’ complain
according to difficulties. If the advisors have full of knowledge about this field, customers want to
take insurance in Visor Insurance company and customers get satisfication in their minds.
 Advisors have to bear the complains of the external customers for present and future.
Depending on the advisors’ problem-solving skills, customers’ mind cannot be the same. If they
don’t bear the customers, customers can make unexpected problem issues. By bearing the
customers, customers gain the pleasure to join the Visor company.

Advisors have to explain the insurance process to new-coming customers. Depending

on the explaination, customers understand all of the insurance procedures. By explaining the
new customers, customers talk to their friends or relatives with world of mouth.

Advisors have to make appointments with new customers in time. Their work experience
discussion makes the new impression to new customers. Depending on their working
experience discussion, customers will make a decision to make invest on insurance for close
future.

Advisors have to maintain their duties and responsibilities for confidential. Depending on
the confidential, organization’s datas cannot be sold out to other rivals. By keeping for ethics,
they can get their own confidence for not lying themselves.